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Introduction
Case study research excels at bringing us to an understanding of a complex issue or
object and can extend experience or add strength to what is already known through
previous research. Case studies emphasize detailed contextual analysis of a limited
number of events or conditions and their relationships. Researchers have used the
case study research method for many years across a variety of disciplines. Social
scientists, in particular, have made wide use of this qualitative research method to
examine contemporary real-life situations and provide the basis for the application
of ideas and extension of methods. Researcher Robert K. Yin defines the case study
research method as an empirical inquiry that investigates a contemporary
phenomenon within its real-life context; when the boundaries between
phenomenon and context are not clearly evident; and in which multiple sources of
evidence are used (Yin, 1984, p. 23).

Critics of the case study method believe that the study of a small number of cases
can offer no grounds for establishing reliability or generality of findings. Others
feel that the intense exposure to study of the case biases the findings. Some dismiss
case study research as useful only as an exploratory tool. Yet researchers continue
to use the case study research method with success in carefully planned and crafted
studies of real-life situations, issues, and problems. Reports on case studies from
many disciplines are widely available in the literature.
This paper explains how to use the case study method and then applies the method
to an example case study project designed to examine how one set of users, nonprofit organizations, make use of an electronic community network. The study
examines the issue of whether or not the electronic community network is
beneficial in some way to non-profit organizations and what those benefits might
be.
Many well-known case study researchers such as Robert E. Stake, Helen Simons,
and Robert K. Yin have written about case study research and suggested techniques
for organizing and conducting the research successfully. This introduction to case
study research draws upon their work and proposes six steps that should be used:
Determine and define the research questions
Select the cases and determine data gathering and analysis techniques
Prepare to collect the data
Collect data in the field
Evaluate and analyze the data
Prepare the report
Step 1. Determine and Define the Research Questions
The first step in case study research is to establish a firm research focus to which
the researcher can refer over the course of study of a complex phenomenon or
object. The researcher establishes the focus of the study by forming questions
about the situation or problem to be studied and determining a purpose for the
study. The research object in a case study is often a program, an entity, a person, or
a group of people. Each object is likely to be intricately connected to political,
social, historical, and personal issues, providing wide ranging possibilities for
questions and adding complexity to the case study. The researcher investigates the
object of the case study in depth using a variety of data gathering methods to
produce evidence that leads to understanding of the case and answers the research
questions.

Case study research generally answers one or more questions which begin with
"how" or "why." The questions are targeted to a limited number of events or
conditions and their inter-relationships. To assist in targeting and formulating the
questions, researchers conduct a literature review. This review establishes what
research has been previously conducted and leads to refined, insightful questions
about the problem. Careful definition of the questions at the start pinpoints where
to look for evidence and helps determine the methods of analysis to be used in the
study. The literature review, definition of the purpose of the case study, and early
determination of the potential audience for the final report guide how the study will
be designed, conducted, and publicly reported.
Step 2. Select the Cases and Determine Data Gathering and Analysis
Techniques
During the design phase of case study research, the researcher determines what
approaches to use in selecting single or multiple real-life cases to examine in depth
and which instruments and data gathering approaches to use. When using multiple
cases, each case is treated as a single case. Each cases conclusions can then be
used as information contributing to the whole study, but each case remains a single
case. Exemplary case studies carefully select cases and carefully examine the
choices available from among many research tools available in order to increase
the validity of the study. Careful discrimination at the point of selection also helps
erect boundaries around the case.
The researcher must determine whether to study cases which are unique in some
way or cases which are considered typical and may also select cases to represent a
variety of geographic regions, a variety of size parameters, or other parameters. A
useful step in the selection process is to repeatedly refer back to the purpose of the
study in order to focus attention on where to look for cases and evidence that will
satisfy the purpose of the study and answer the research questions posed. Selecting
multiple or single cases is a key element, but a case study can include more than
one unit of embedded analysis. For example, a case study may involve study of a
single industry and a firm participating in that industry. This type of case study
involves two levels of analysis and increases the complexity and amount of data to
be gathered and analyzed.
A key strength of the case study method involves using multiple sources and
techniques in the data gathering process. The researcher determines in advance
what evidence to gather and what analysis techniques to use with the data to
answer the research questions. Data gathered is normally largely qualitative, but it
may also be quantitative. Tools to collect data can include surveys, interviews,
documentation review, observation, and even the collection of physical artifacts.
The researcher must use the designated data gathering tools systematically and
properly in collecting the evidence. Throughout the design phase, researchers must

ensure that the study is well constructed to ensure construct validity, internal
validity, external validity, and reliability. Construct validity requires the researcher
to use the correct measures for the concepts being studied. Internal validity
(especially important with explanatory or causal studies) demonstrates that certain
conditions lead to other conditions and requires the use of multiple pieces of
evidence from multiple sources to uncover convergent lines of inquiry. The
researcher strives to establish a chain of evidence forward and backward. External
validity reflects whether or not findings are generalizable beyond the immediate
case or cases; the more variations in places, people, and procedures a case study
can withstand and still yield the same findings, the more external validity.
Techniques such as cross-case examination and within-case examination along
with literature review helps ensure external validity. Reliability refers to the
stability, accuracy, and precision of measurement. Exemplary case study design
ensures that the procedures used are well documented and can be repeated with the
same results over and over again.
Step 3. Prepare to Collect the Data
Because case study research generates a large amount of data from multiple
sources, systematic organization of the data is important to prevent the researcher
from becoming overwhelmed by the amount of data and to prevent the researcher
from losing sight of the original research purpose and questions. Advance
preparation assists in handling large amounts of data in a documented and
systematic fashion. Researchers prepare databases to assist with categorizing,
sorting, storing, and retrieving data for analysis.
Exemplary case studies prepare good training programs for investigators, establish
clear protocols and procedures in advance of investigator field work, and conduct a
pilot study in advance of moving into the field in order to remove obvious barriers
and problems. The investigator training program covers the basic concepts of the
study, terminology, processes, and methods, and teaches investigators how to
properly apply the techniques being used in the study. The program also trains
investigators to understand how the gathering of data using multiple techniques
strengthens the study by providing opportunities for triangulation during the
analysis phase of the study. The program covers protocols for case study research,
including time deadlines, formats for narrative reporting and field notes, guidelines
for collection of documents, and guidelines for field procedures to be used.
Investigators need to be good listeners who can hear exactly the words being used
by those interviewed. Qualifications for investigators also include being able to ask
good questions and interpret answers. Good investigators review documents
looking for facts, but also read between the lines and pursue collaborative evidence
elsewhere when that seems appropriate. Investigators need to be flexible in real-life
situations and not feel threatened by unexpected change, missed appointments, or
lack of office space. Investigators need to understand the purpose of the study and
grasp the issues and must be open to contrary findings. Investigators must also be

aware that they are going into the world of real human beings who may be
threatened or unsure of what the case study will bring.
After investigators are trained, the final advance preparation step is to select a pilot
site and conduct a pilot test using each data gathering method so that problematic
areas can be uncovered and corrected. Researchers need to anticipate key problems
and events, identify key people, prepare letters of introduction, establish rules for
confidentiality, and actively seek opportunities to revisit and revise the research
design in order to address and add to the original set of research questions.
4. Collect Data in the Field
The researcher must collect and store multiple sources of evidence
comprehensively and systematically, in formats that can be referenced and sorted
so that converging lines of inquiry and patterns can be uncovered. Researchers
carefully observe the object of the case study and identify causal factors associated
with the observed phenomenon. Renegotiation of arrangements with the objects of
the study or addition of questions to interviews may be necessary as the study
progresses. Case study research is flexible, but when changes are made, they are
documented systematically.
Exemplary case studies use field notes and databases to categorize and reference
data so that it is readily available for subsequent reinterpretation. Field notes record
feelings and intuitive hunches, pose questions, and document the work in progress.
They record testimonies, stories, and illustrations which can be used in later
reports. They may warn of impending bias because of the detailed exposure of the
client to special attention, or give an early signal that a pattern is emerging. They
assist in determining whether or not the inquiry needs to be reformulated or
redefined based on what is being observed. Field notes should be kept separate
from the data being collected and stored for analysis.
Maintaining the relationship between the issue and the evidence is mandatory. The
researcher may enter some data into a database and physically store other data, but
the researcher documents, classifies, and cross-references all evidence so that it can
be efficiently recalled for sorting and examination over the course of the study.
Step 5. Evaluate and Analyze the Data
The researcher examines raw data using many interpretations in order to find
linkages between the research object and the outcomes with reference to the
original research questions. Throughout the evaluation and analysis process, the
researcher remains open to new opportunities and insights. The case study method,
with its use of multiple data collection methods and analysis techniques, provides
researchers with opportunities to triangulate data in order to strengthen the research
findings and conclusions.

The tactics used in analysis force researchers to move beyond initial impressions to
improve the likelihood of accurate and reliable findings. Exemplary case studies
will deliberately sort the data in many different ways to expose or create new
insights and will deliberately look for conflicting data to disconfirm the analysis.
Researchers categorize, tabulate, and recombine data to address the initial
propositions or purpose of the study, and conduct cross-checks of facts and
discrepancies in accounts. Focused, short, repeat interviews may be necessary to
gather additional data to verify key observations or check a fact.
Specific techniques include placing information into arrays, creating matrices of
categories, creating flow charts or other displays, and tabulating frequency of
events. Researchers use the quantitative data that has been collected to corroborate
and support the qualitative data which is most useful for understanding the
rationale or theory underlying relationships. Another technique is to use multiple
investigators to gain the advantage provided when a variety of perspectives and
insights examine the data and the patterns. When the multiple observations
converge, confidence in the findings increases. Conflicting perceptions, on the
other hand, cause the researchers to pry more deeply.
Another technique, the cross-case search for patterns, keeps investigators from
reaching premature conclusions by requiring that investigators look at the data in
many different ways. Cross-case analysis divides the data by type across all cases
investigated. One researcher then examines the data of that type thoroughly. When
a pattern from one data type is corroborated by the evidence from another, the
finding is stronger. When evidence conflicts, deeper probing of the differences is
necessary to identify the cause or source of conflict. In all cases, the researcher
treats the evidence fairly to produce analytic conclusions answering the original
"how" and "why" research questions.
Step 6. Prepare the report
Exemplary case studies report the data in a way that transforms a complex issue
into one that can be understood, allowing the reader to question and examine the
study and reach an understanding independent of the researcher. The goal of the
written report is to portray a complex problem in a way that conveys a vicarious
experience to the reader. Case studies present data in very publicly accessible ways
and may lead the reader to apply the experience in his or her own real-life
situation. Researchers pay particular attention to displaying sufficient evidence to
gain the readers confidence that all avenues have been explored, clearly
communicating the boundaries of the case, and giving special attention to
conflicting propositions.
Techniques for composing the report can include handling each case as a separate
chapter or treating the case as a chronological recounting. Some researchers report
the case study as a story. During the report preparation process, researchers

critically examine the document looking for ways the report is incomplete. The
researcher uses representative audience groups to review and comment on the draft
document. Based on the comments, the researcher rewrites and makes revisions.
Some case study researchers suggest that the document review audience include a
journalist and some suggest that the documents should be reviewed by the
participants in the study.
Applying the Case Study Method to an Electronic Community Network
By way of example, we apply these six steps to an example study of multiple
participants in an electronic community network. All participants are non-profit
organizations which have chosen an electronic community network on the World
Wide Web as a method of delivering information to the public. The case study
method is applicable to this set of users because it can be used to examine the issue
of whether or not the electronic community network is beneficial in some way to
the organization and what those benefits might be.
Step 1. Determine and Define the Research Questions
In general, electronic community networks have three distinct types of users, each
one a good candidate for case study research. The three groups of users include
people around the world who use the electronic community network, the non-profit
organizations using the electronic community network to provide information to
potential users of their services, and the "community" that forms as the result of
interacting with other participants on the electronic community network.
In this case, the researcher is primarily interested in determining whether or not the
electronic community network is beneficial in some way to non-profit organization
participants. The researcher begins with a review of the literature to determine
what prior studies have determined about this issue and uses the literature to define
the following questions for the study of the non-profit organizations providing
information to the electronic community network:
Why do non-profit organization participants use the network?
How do non-profit organization participants determine what to place on the
electronic community network?
Do the non-profit organization participants believe the community network serves
a useful purpose in furthering their mission? How?
Step 2. Select the Cases and Determine Data Gathering and Analysis
Techniques

Many communities have constructed electronic community networks on the World

Wide Web. At the outset of the design phase, the researcher determines that only
one of these networks will be studied and further sets the study boundaries to
include only some of the non-profit organizations represented on that one network.
The researcher contacts the Board of Directors of the community network, who are
open to the idea of the case study. The researcher also gathers computer generated
log data from the network and, using this data, determines that an in-depth study of
representative organizations from four categories -- health care, environmental,
education, and religious -- is feasible. The investigator applies additional selection
criteria so that an urban-based and a rural-based non-profit are represented in the
study in order to examine whether urban non-profits perceive more benefits from
community networks than rural organizations.
The researcher considers multiple sources of data for this study and selects
document examination, the gathering and study of organizational documents such
as administrative reports, agendas, letters, minutes, and news clippings for each of
the organizations. In this case, the investigator decides to also conduct open-ended
interviews with key members of each organization using a check-list to guide
interviewers during the interview process so that uniformity and consistency can be
assured in the data, which could include facts, opinions, and unexpected insights.
In this case study, the researcher cannot employ direct observation as a tool
because some of the organizations involved have no office and meet infrequently
to conduct business directly related to the electronic community network. The
researcher instead decides to survey all Board members of the selected
organizations using a questionnaire as a third data gathering tool. Within-case and
cross-case analysis of data are selected as analysis techniques.
Step 3. Prepare to Collect the Data
The researcher prepares to collect data by first contacting each organization to be
studied to gain their cooperation, explain the purpose of the study, and assemble
key contact information. Since data to be collected and examined includes
organizational documents, the researcher states his intent to request copies of these
documents, and plans for storage, classification, and retrieval of these items, as
well as the interview and survey data. The researcher develops a formal
investigator training program to include seminar topics on non-profit organizations
and their structures in each of the four categories selected for this study. The
training program also includes practice sessions in conducting open-ended
interviews and documenting sources, suggested field notes formats, and a detailed
explanation of the purpose of the case study. The researcher selects a fifth case as a
pilot case, and the investigators apply the data gathering tools to the pilot case to
determine whether the planned timeline is feasible and whether or not the interview
and survey questions are appropriate and effective. Based on the results of the
pilot, the researcher makes adjustments and assigns investigators particular cases
which become their area of expertise in the evaluation and analysis of the data.

Step 4. Collect Data in the Field

Investigators first arrange to visit with the Board of Directors of each non-profit
organization as a group and ask for copies of the organizations mission, news
clippings, brochures, and any other written material describing the organization
and its purpose. The investigator reviews the purpose of the study with the entire
Board, schedules individual interview times with as many Board members as can
cooperate, confirms key contact data, and requests that all Board members respond
to the written survey which will be mailed later.
Investigators take written notes during the interview and record field notes after the
interview is completed. The interviews, although open-ended, are structured
around the research questions defined at the start of the case study.
Research Question: Why do non-profit organization participants use the
network?
Interview Questions: How did the organization make the decision to place data on
the World Wide Web community network? What need was the organization hoping
to fulfill?
Research Question: How do non-profit organization participants determine
what to place on the electronic community network?
Interview Questions: What process was used to select the information that would
be used on the network? How is the information kept up to date?
Research Question: Do the non-profit organization participants believe the
community network serves a useful purpose in furthering their mission?
How?
Interview Questions: How does the organization know if the electronic
community network is beneficial to the organization? How does the electronic
community network further the mission of the organization? What systematic
tracking mechanisms exist to determine how many or what types of users are
accessing the organization information?
The investigators field notes record impressions and questions that might assist
with the interpretation of the interview data. The investigator makes note of stories
told during open-ended interviews and flags them for potential use in the final
report. Data is entered into the database.
The researcher mails written surveys to all Board members with a requested return
date and a stamped return envelope. Once the surveys are returned, the researcher
codes and enters the data into the database so that it can be used independently as

well as integrated when the case study progresses to the point of cross-case
examination of data for all four cases.
Step 5. Evaluate and Analyze the Data
Within-case analysis is the first analysis technique used with each non-profit
organization under study. The assigned investigator studies each organizations
written documentation and survey response data as a separate case to identify
unique patterns within the data for that single organization. Individual investigators
prepare detailed case study write-ups for each organization, categorizing interview
questions and answers and examining the data for within-group similarities and
differences.
Cross-case analysis follows. Investigators examine pairs of cases, categorizing the
similarities and differences in each pair. Investigators then examine similar pairs
for differences, and dissimilar pairs for similarities. As patterns begin to emerge,
certain evidence may stand out as being in conflict with the patterns. In those
cases, the investigator conducts follow-up focused interviews to confirm or correct
the initial data in order to tie the evidence to the findings and to state relationships
in answer to the research questions.
Step 6 Prepare the Report
The outline of the report includes thanking all of the participants, stating the
problem, listing the research questions, describing the methods used to conduct the
research and any potential flaws in the method used, explaining the data gathering
and analysis techniques used, and concluding with the answers to the questions and
suggestions for further research. Key features of the report include a retelling of
specific stories related to the successes or disappointments experienced by the
organizations that were conveyed during data collection, and answers or comments
illuminating issues directly related to the research questions. The researcher
develops each issue using quotations or other details from the data collected, and
points out the triangulation of data where applicable. The report also includes
confirming and conflicting findings from literature reviews. The report conclusion
makes assertions and suggestions for further research activity, so that another
researcher may apply these techniques to another electronic community network
and its participants to determine whether similar findings are identifiable in other
communities. Final report distribution includes all participants.
Applicability to Library and Information Science
Case study research, with its applicability across many disciplines, is an
appropriate methodology to use in library studies. In Library and Information
Science, case study research has been used to study reasons why library school
programs close (Paris, 1988), to examine reference service practices in university

library settings (Lawson, 1971), and to examine how questions are negotiated
between customers and librarians (Taylor, 1967). Much of the research is focused
exclusively on the librarian as the object or the customer as the object. Researchers
could use the case study method to further study the role of the librarian in
implementing specific models of service. For example, case study research could
examine how information-seeking behavior in public libraries compares with
information-seeking behavior in places other than libraries, to conduct in-depth
studies of non-library community based information services to compare with
library based community information services, and to study community networks
based in libraries.
Conclusion
Case studies are complex because they generally involve multiple sources of data,
may include multiple cases within a study, and produce large amounts of data for
analysis. Researchers from many disciplines use the case study method to build
upon theory, to produce new theory, to dispute or challenge theory, to explain a
situation, to provide a basis to apply solutions to situations, to explore, or to
describe an object or phenomenon. The advantages of the case study method are its
applicability to real-life, contemporary, human situations and its public
accessibility through written reports. Case study results relate directly to the
common readers everyday experience and facilitate an understanding of
complex real-life situations.
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